Cognigy/NICE Cxone Engineer

Cognizant; Annapolis (MD); Remote; USD 100,000 - 130,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

401(k) plan

Paid holidays and PTO

Disability insurance

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant is seeking a NICE CXone Engineer to design, develop, and deploy IVR and conversational flows using Cognigy. You will work with a cross-functional team to integrate with NICE CXone, CRM data, and data lakes for reporting, while adhering to governance and ARB standards. Strong API and OTP/MFA experience is required.

The role focuses on building MVP call flows, authenticating users, and enabling self-service journeys within an enterprise contact center environment. Remote in USA.

Qualifications

• Experience building IVR/conversational flows on Cognigy or comparable platforms.
• Working knowledge of GraphQL/REST API integration patterns.
• Experience with OTP/MFA authentication in telephony or conversational contexts.
• Familiarity with NICE CXone and CRM data integration for real-time context.
• Understanding of microservices architecture principles.

Responsibilities

• Build and configure IVR call flows within Cognigy, including OTP authentication and self-service journeys.
• Translate caller journey designs into functional conversational flows.
• Integrate call flows with CRM data systems for personalized experiences.
• Support integration with NICE CXone and coordinate with technical consultant/designer.
• Collaborate on automation testing of conversational/IVR flows.
• Work within Cognigy architectural governance, ARB, and access controls.

Skills

Cognigy IVR flows

GraphQL & REST APIs

OTP/MFA workflows

NICE CXone integration

CRM data integration

Microservices architecture

Automation testing

Governance & ARB processes

Tools

Cognigy

NICE CXone

Job description

NICE Cxone Engineer

Please note, this role cannot offer visa transfer or sponsorship now or in the future

Location: Remote in USA

About the Role

We are seeking an IVR Developer to join our conversational AI/IVR build team, working within the Cognigy platform to design, build, and deploy call flow automation, complex self-service capabilities, and Nice CXone/CRM/data integrations. This role is part of a cross-functional team including lead developers, a conversational designer, and Cognigy and NICE integration specialists.

Key Responsibilities

• Build and configure IVR call flows within Cognigy, including MVP call flows, OTP (one-time passcode) authentication flows, and self-service journeys
• Translate caller journey designs and low-level application architecture into functioning conversational flows
• Implement and configure OTP/MFA (multi-factor authentication) within call flow logic
• Integrate call flows with CRM data systems for personalized/contextual caller experiences
• Support integration with NICE (contact center platform) in coordination with the technical consultant and designer
• Participate in automation testing of call flows to ensure quality and reliability before release
• Collaborate with lead developers on microservices-based application architecture and GraphQL/CCN implementations
• Support Data Lake integration for reporting and analytics purposes
• Work within defined Cognigy environment architecture, governance, risk, and compliance (GRC) standards, including access controls and Architecture Review Board (ARB) processes
• Contribute to out-of-the-box and custom reporting requirements as needed

Required Qualifications

• Experience developing IVR/conversational flows (low-level, hands-on) on Cognigy or comparable platforms (Google Dialogflow, Nuance, Amazon Connect, etc.)
• Working knowledge of GraphQL and REST API integration patterns
• Experience in developing Complex self-services in IVR/IVA.
• Experience with authentication flows (OTP/MFA) in a telephony or conversational context
• Familiarity with NICE CXone and CRM data integration for real-time caller/customer context
• Understanding of microservices architecture principles
• Experience with automation testing frameworks for conversational/IVR flows
• Ability to work within enterprise governance frameworks (access management, architecture review processes)

Preferred Qualifications

• Experience with NICE contact center platform integration
• Familiarity with Data Lake and reporting pipeline integration
• Prior experience in large-scale enterprise contact center environments
• Experience collaborating with UX/conversational designers on caller journey mapping

Salary and Other Compensation:

The annual salary for this position is between $ 100,000– $ 130,000 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits:

Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.